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The Best Service is No Service
How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
E-Book
Sofort lieferbar | Lieferzeit: Sofort lieferbar I
ISBN-13:
9781118039397
Veröffentl:
2011
Einband:
E-Book
Seiten:
336
Autor:
Bill Price
eBook Typ:
EPUB
eBook Format:
Reflowable
Kopierschutz:
2 - DRM Adobe
Sprache:
Englisch
Beschreibung:
In this groundbreaking book, Bill Price and David Jaffe offer anew, game-changing approach, showing how managers are taking thewrong path and are using the wrong metrics to measure customerservice. Customer service, they assert, is only needed when acompany does something wrong--eliminating the need forservice is the best way to satisfy customers. To be successful,companies need to treat service as a data point of dysfunction andfigure what they need to do to eliminate the demand. The BestService Is No Service outlines these seven principles todeliver the best service that ultimately leads to "no service":* Eliminate dumb contacts* Create engaging self-service* Be proactive* Make it easy to contact your company* Own the actions across the company* Listen and act* Deliver great service experiences
Introduction: Why We Wrote This Book xi1 Challenge Customer Demand for Service: Instead of Coping with Demand 12 Eliminate Dumb Contacts: Instead of Handling Them Again and Again 293 Create Engaging Self-Service: Instead of Preventing Contact 654 Be Proactive: Instead of Waiting to Respond 995 Make It Really Easy to Contact Your Company: Instead of Dodging the Bullet 1256 Own the Actions Across the Organization: Instead of Blaming Customer Service 1657 Listen and Act: Instead of Letting Customer Insights Slip Away 2038 Deliver Great Service Experiences: How to Delight Customers withAwesome Support When They Need It 241Appendix A: Best Service Survey 277Appendix B: Glossary 287Appendix C: Bibliography 293Notes 299Acknowledgments 301About the Authors 305Index 307
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